KIOSK VS. TABLET Maximizing your investment
BACKGROUND When the first interactive, self-service kiosk was developed in 1977, no one imagined that it would spawn a new way of doing business. Today s consumers have grown accustomed and often expect to have a self-service option available, whether they are at the bank, at a store or restaurant, at the movies, in the metro stations, at the airport or even at the hospital. During early implementations of kiosks, it took consumers a long time to embrace the technology; whereas, today you see consumers readily accepting and using self service kiosks. TYPES OF KIOSKS Kiosk options range from a personal computer housed in an enclosure, commonly known as PC-in-a-box, to all-in-one kiosks, referred to in this paper as integrated kiosks. Newer entries to the kiosk market include tablets, made popular by the Apple ipad, and large screen kiosks that are 32 inches or more. TRENDS TODAY Buyers often see new technology as an opportunity to enhance the customer experience or improve operational efficiencies, but sometimes they don t know where to begin the evaluation process. This paper focuses on the top seven key considerations that a potential buyer should be aware of before purchasing a kiosk. The paper will also touch on the differences between integrated kiosks and tablets. 2
TOP 7 CONSIDERATIONS BEFORE YOU PURCHASE #1 IS IT RUGGED? Let s face it, consumers can be very abusive to kiosks, so it s important that you select industrialgrade equipment that has been specifically designed and tested for an unattended environment. There are standard safety tests that should be performed, such as the tip test and Underwriter s Laboratories (UL) and Conformité Européenne (CE) certification, before deploying your kiosk even as a pilot. #2 IS IT SECURE? Preventing someone from tampering with the kiosk is critical to avoiding unauthorized software being loaded or the introduction of a virus into your network. Integrated kiosks typically secure access to the ports and the power switch by concealing them and requiring the use of tools to gain access. Tablets are usually designed for the consumer market and access to ports and to the power button are not typically restricted. Due to their portable and compact nature, tablets are harder to keep track of if they are not bolted into an enclosure. #3 CAN IT ADAPT? When implementing a kiosk project, it is important to give thought to your longer term goals and potential usage of the kiosk. Often times, customers implement kiosk projects and then later realize they want to expand functionality. Both tablets and integrated kiosks can offer you a range of flexible options, but the tablets may require more customization of stands or enclosures to meet your needs while addressing potential safety concerns. 1. Most integrated kiosks are developed for use by multiple users in an unattended setting. 2. Tablets are typically designed for personal use. 3. While tablets cost less upfront, they are less likely to withstand the rigors of an unattended environment and may require more frequent replacement. 4. Integrated kiosks typically have much longer lifecycles with customers continuing to use them for seven to ten years after initial installation. 3
TOP 7 CONSIDERATIONS BEFORE YOU PURCHASE #4 HOW WILL YOU USE IT? Tablets are well suited to high-touch environments, such as a jewelry store, where there is a higher level of interaction between a sales associate and a customer and the emphasis is on viewing product information, typically for high-end or luxury products. Kiosks are generally preferred for transaction-based tasks, especially if purchases or payments are being made, because they can make it faster, easier and more convenient for consumers to serve themselves. #5 WHAT WILL YOU RUN ON IT? Software requirements are another key factor to help you choose between a kiosk or a tablet. If you have an existing application, you will need to assess whether it can run on a tablet or whether you would incur costs to port it to a tablet platform. You should also determine whether you will need to support Adobe Flash, which is commonly used in kiosk application development but is not supported by all tablets. Integrated kiosks typically use a Windows-based operating system. 4
TOP 7 CONSIDERATIONS BEFORE YOU PURCHASE #6 HOW LONG DO YOU WANT IT TO LAST? Usually, deployers have kiosks installed anywhere from three years up to ten years before doing a hardware refresh. You need to consider whether there will continue to be support for the operating system you are using or whether you will be forced to upgrade, as this could result in unplanned costs. Also consider whether there will be service available for the kiosk and spare parts and for how long? Tablets tend to have much shorter lifecycles because they are based on consumer-grade electronics, not commercialgrade electronics. As a result, integrated kiosks should have a much longer lifecycle than either a tablet or a PC-in-a-box implementation. #7 HOW IMPORTANT IS IT TO RUN 24x7? To best manage your kiosk network, be sure to consider these aspects of availability for your customers and employees. Keep in mind, support calls can quickly add up. There are integrated kiosks available that offer hardware-based tools for remote support. Furthermore, kiosk management software is designed to provide simplified control of updating applications and software across a widely dispersed network of kiosks. Tablets are designed for personal use, so manageability is limited. 5
SUMMARY IT S ALL ABOUT HOW YOU CAN HELP THE CONSUMER. Both integrated kiosks and tablets are useful tools for enhancing the consumer s experience with your business or your brand while helping you drive revenue. Success requires careful planning to ensure that you select the right product to meet your needs, but more importantly to meet the needs of your end customer, the user. You want to select a stable vendor who has a proven reputation in the kiosk industry and who will be there throughout the life of your kiosk project. Do not overlook the importance of services including deployment, installation, maintenance and spare parts acquisition. While it is tempting to chase the latest technology and the lowest acquisition costs, there are also downsides that must be considered. Carefully examine the total ownership cost of your kiosk to avoid encountering unforeseen costs or limitations over the life of your project. 6
OTHER QUESTIONS TO CONSIDER Do you need to provide a receipt? Will you plan to expand functionality over time? Can the customer pay using the device and will cash payments be considered in the future? Will the kiosk be used exclusively by employees or is it intended for consumers? Will the kiosk be placed in an unattended environment? Do you require flexibility in the configuration and/or the mounting of the kiosk to support different environments or functionality? Do you need support for remote diagnostics and reboot? How long do you expect your kiosk to last before refreshing the hardware? 7
NCR Corporation 3097 Satellite Boulevard. Duluth, Georgia 30096. USA For more information on NCR, please visit: www.ncr.com/retail EB10414-1011